The Lost Art of Being a Supervisor

Being a supervisor--a manager, a team leader, whatever title that comes with the territory--isn't the same as it was just a few short years ago. This is especially true in contact, service, and communications centers. After years of enterprises planning for digital transformation and technology innovations that could turn the contact center into a more connected, omnichannel, omnipresent engagement hub, the COVID-19 pandemic accelerated that pathway to change. Carefully laid-out five-year plans were tossed out the window. Suddenly the teeming floors of contact centers were empty, with workers sent home armed with new laptops and headsets.